Product Manager – Management; XM

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The Product Manager for T-Mobile's Experience Management (XM) program is a visionary, strategist, analyst, employee‑experience evangelist, respected leader of execution, and professional relationship builder all rolled into a single dynamic package. XM is the product: a repeatable, measurable way for IT to connect what it does (incidents, changes, performance, support interactions) to what employees feel (sentiment) and what the business needs (productivity, reliability, confidence), rather than reporting on operational health alone.

The Product Manager is ultimately accountable for XM end to end — the Experience Insight Release Train (Topic Intake through Directional Signal, Insight Brief, and XLA activation), the design and scoring of Experience Level Agreements (XLAs), and the XM Advisory Board (XMAB) governance loop that turns insight into funded, owned action. At a high level this means identifying the intersection of workforce experience problems, data/technical feasibility, business objectives, and the finite hours partner teams have committed, then leading a cross‑functional set of stakeholders — EXE, PIE, Service Now, Cyber, ISAM, HR&WE, and others who do not report to this role — to deliver against a shared roadmap through influence rather than authority.

The Product Manager is a "jack‑of‑all‑trades" leveraging data fluency, quantitative ROI reasoning, and stakeholder leadership to ship decision‑ready insights on a 2‑4 week cadence and convert them into demonstrable productivity, cost‑avoidance, and experience outcomes — not activity for its own sake. No day is the same for the Product Manager. Day to day activities or responsibilities include: running Experience Scans and writing Insight Briefs;

maintaining the XLA Scorecard and story metrics; negotiating and tracking partner‑team level‑of‑effort commitments; facilitating the XMAB insight‑to‑decision‑to‑action cadence; and defending the program's ROI story to senior stakeholders with rigor and transparency.

• Owns the Experience Management (XM) program end to end, including its capabilities and Experience Level Agreements (XLAs), with moderate to high complexity and scope. This includes creating, managing, maintaining and communicating the XM vision and roadmap.
• Identifies target employee population(s) for existing or future XLAs and drives Experience Scans (sentiment plus operational data) to understand their needs.
• Partners with business and internal partner teams (EXE, PIE, Service Now, Cyber, ISAM, HR&WE, PMT) to understand current employee experiences, identifies areas of opportunity.
• Conducts analysis of quantitative and qualitative data to identify product innovation opportunities or root cause of issues, and assess opportunity size and impact. May work with data scientists to answer complex questions or identify meaningful insights from data.
• Leverages Experience Scans, sentiment pulse surveys, and other rapid signal‑gathering methods to inform direction and prioritize which topics advance through the Insight Release Train.
• Conducts cost‑benefit / ROI / NPV analysis and benchmarks against industry XM/XLA practices to support decision making, including scenarios where near‑term economics are unfavorable.
• Works with…